1. Ask safety question first
Is anyone in danger right now?
Workflow Template
Emergency call triage call app template
Separates true emergencies from urgent-but-safe issues and prompts immediate human escalation where required.
Best fit
- Property maintenance
- Field service
- After-hours support
Do not use it for
- Replacing emergency services
- Medical diagnosis
- Public safety dispatch
Call flow
2. Capture location
Where is the issue happening?
3. Classify risk
What is getting worse while we talk?
4. Give safe escalation instruction
Is anyone in danger right now?
5. Notify human owner
Where is the issue happening?
Prompt template
Triage urgent calls by phone. Ask safety first, collect location and risk details, tell callers to contact emergency services for immediate danger, and save an escalation summary.Questions asked
- Is anyone in danger right now?
- Where is the issue happening?
- What is getting worse while we talk?
Human handoff
- Danger to life or property
- Active flooding, fire, injury, lockout, gas smell
- Caller cannot stay safe
Structured output schema
{
"outcome": "Emergency call triage outcome",
"fields": [
{
"description": "caller name captured during the call.",
"name": "caller_name",
"required": true,
"type": "text"
},
{
"description": "phone number from caller id captured during the call.",
"name": "phone_number_from_caller_id",
"required": true,
"type": "text"
},
{
"description": "location captured during the call.",
"name": "location",
"required": true,
"type": "text"
},
{
"description": "risk type captured during the call.",
"name": "risk_type",
"required": true,
"type": "text"
},
{
"description": "danger present captured during the call.",
"name": "danger_present",
"required": true,
"type": "text"
},
{
"description": "urgency captured during the call.",
"name": "urgency",
"required": false,
"type": "text"
},
{
"description": "human escalation required captured during the call.",
"name": "human_escalation_required",
"required": false,
"type": "text"
}
]
}Transcript example
AI: Hi, I am an AI call workflow for Emergency call triage. Is anyone in danger right now?
Caller: There is water coming through the ceiling.
AI: Where is the issue happening?
Caller: It is near the light fixture, so I need someone urgently.
Recommended integrations
SlackTeamsEmail notifications
Launch review
Caller promise
Make the first screen and opening line match what the caller will actually get. For Emergency call triage, the promise should be narrow enough that a caller understands the purpose before sharing details or scanning a QR code. Avoid broad claims like "we can help with anything"; a specific promise produces cleaner calls and clearer follow-up.
Required outcome
Decide which fields are required before the call can be considered complete. A practical first version should capture caller name, phone number from caller id, location, then send a summary that the workflow owner can act on without replaying the call. If a field is not used for routing, qualification, scheduling, or review, remove it from the first launch.
Human review
Write down the cases that should not be automated. Use human review for danger to life or property, active flooding, fire, injury, lockout, gas smell, caller cannot stay safe so the workflow stays useful without pretending to handle every edge case. Review the first real calls before connecting higher-risk actions or expanding the workflow.
FAQ
When should I use a emergency call triage Call App?
Use it when the call is repeatable, the team already knows the information they need, and the caller benefits from speaking instead of filling out a form. It works best for property maintenance, field service, after-hours support.
What should the AI ask first?
The first question should identify the caller goal and gather enough context to continue naturally. For this template, start with: "Is anyone in danger right now?". Keep follow-ups short so the caller does not feel like they are reading a form over the phone.
What output fields should be saved?
Save a structured result with caller name, phone number from caller id, location, plus a summary, completion status, and handoff reason when needed. The owner should be able to act on the result without interpreting raw transcript text.
What should trigger human handoff?
Human handoff should trigger when the caller needs judgment, asks for a person, gives conflicting answers, or matches one of the workflow-specific rules: danger to life or property, active flooding, fire, injury, lockout, gas smell, caller cannot stay safe.
Clone this template
The template includes prompt, questions, output fields, sample transcript, handoff rules, and a live call entry point.